Customer Service Representative
Finance Department
Salary Range: $16.22 - $26.77 Hourly / $33,737.60 - $55,681.60 Annually
FLSA Position Class: Non-Exempt
Work Schedule: Monday-Friday 7:53-5:15 with 1 late day
Closing Date: March 4, 2025
Job Overview
Responsible for performing administrative and clerical work in support of the utilities billing, collections, and customer service functions.
NOTE: Employee may be required to respond to a disaster, either natural or man-made, to serve the citizens of Statesville. Service to the citizens during a disaster may result in the assignment of other duties, which will take precedence over duties described in this job description. This job description is not intended to be all-inclusive. Employees may perform other related duties as needed to meet the needs of the organization.
- Serves as first point of contact in Utility Billing for the Finance Department; answers a heavy volume of telephone calls and electronic mail, assists walk-in customers.
- Provides information about municipal services; directs calls; receives service applications and processes work orders and requests for city services.
- Collects and processes a variety of revenues at a customer counter or through the mail including water and sewer payments, system development fees, and deposit fees; properly receipts and accounts for collections; enters fees and payments into computer and cash drawer; prepares balance sheet and balances the cash drawer.
- Assists customers with connection and disconnection of services; requests special meter readings for high bills, suspected leaks, or other purposes; enrolls customers in utility services; provides information on solid waste collections and recycling.
- Updates records for final billing and deposits; files and stores documents properly.
- Completes periodic review of past due balances on closed accounts and makes collection attempts.
- Performs other duties as assigned.
Education and/or Experience
- High School diploma or GED.
Other Requirements
- Possession of a valid North Carolina driver’s license or valid driver’s license with ability to obtain a North Carolina driver’s license within 60 days of establishing a permanent residence in North Carolina.
Knowledge, Skills and Abilities
- General knowledge of bookkeeping terminology, methods, procedures, and equipment.
- General knowledge of utility service connection and termination procedures, billing, collecting, and adjustments.
- General knowledge of services available and the deposits, fees, and processes required.
- General knowledge and understanding of the various utility rates and schedules.
- Ability to post accounts and to perform mathematical computations with speed and accuracy.
- Ability to assist customers in understanding their bill and the billing processes.
- Ability to navigate GIS system.
- Ability to operate calculator, computer, cash registers, and related office equipment.
- Ability to communicate effectively with supervisor, customers, employees, and the general public.
- Ability to communicate ideas clearly, concisely, and effectively, orally and in writing.
- Ability to establish and maintain effective working relationships with colleagues, customers, officials, and the general public.
Job Related Physical Activity Requirements
This position involves sedentary work requiring the exertion of 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull, or otherwise move objects. Sedentary work involved sitting most of the time. Jobs are sedentary if walking and standing are required only occasionally and all other sedentary criteria are met; vocal communication is required to express thoughts and exchange information; hearing is required to respond to spoken words, to receive and understand information, and/or to make fine distinctions in sound; visual acuity is required for preparing and analyzing written or computer data, operation of equipment, determining the accuracy and thoroughness of work, and observing general surroundings and activities.
Working Conditions
The employee is not subject to adverse environmental conditions.
